Qureos Mentor

GoComet India Pvt. Ltd.

The Customer Success Manager (CSIM) plays a pivotal role in driving customer success by overseeing project implementation, business analysis, and strategic execution. The role requires managing the end-to-end implementation of GoComet&rsquo;s solutions, from requirement gathering to execution, ensuring customer satisfaction and long-term retention. The CSM will act as a bridge between clients, internal teams, and stakeholders, ensuring smooth project rollout, process mapping, and continuous product adoption.Key Responsible Area: Project Implementation &amp; Business Analysis &middot; Lead and oversee the end-to-end project implementation lifecycle for new and existing clients. &middot; Finalize Business Requirement Documents (BRD) and obtain necessary approvals/sign-offs. &middot; Develop and execute implementation plans, ensuring alignment with client objectives. &middot; Map customer processes (flow charts, SOPs) and align them with GoComet's solutions. &middot; Conduct gap analysis and provide recommendations to enhance operational efficiency. Customer Success &amp; Relationship Management &middot; Serve as the primary point of contact for customers, ensuring seamless onboarding and adoption. &middot; Foster strong relationships with C-level executives (CXOs, COOs) and key stakeholders. &middot; Work proactively to identify challenges and provide solutions to optimize customer experience. &middot; Monitor customer health scores, ensuring product utilization and satisfaction. Project Documentation &amp; Reporting &middot; Maintain detailed project documentation, ensuring clarity and compliance. &middot; Provide weekly/monthly project status updates to internal teams and clients. Gocomet &middot; Track key project metrics, ensuring timely execution and quality delivery. Process Optimization &amp; Internal Collaboration &middot; Identify areas of process improvement and implement best practices. Gocomet&middot; Work cross-functionally with product, sales, and tech teams to drive innovation. &middot; Contribute to internal process improvement initiatives and team knowledge sharing. Key Performance Index &middot; Customer onboarding &amp; activation TAT &middot; Project implementation success rate &middot; BRD completion &amp; approval timelines &middot; Customer engagement &amp; product adoption rates &middot; CSAT (Customer Satisfaction) score &middot; Process improvement contributionsRequirements Must-Have Skills &amp; Qualifications &middot; 2+ years of experience in customer success, business analysis, or project management. &middot; Strong understanding of project implementation methodologies and process mapping. &middot; Experience in preparing and finalizing BRDs, project documentation, and implementation plans. &middot; Proficiency in MS Excel, project management tools (JIRA, Asana, Trello, etc.). &middot; Excellent communication, problem-solving, and stakeholder management skills. &middot; Ability to analyse data, derive insights, and present findings to clients and internal teams. &middot; Strong emotional intelligence, adaptability, and a customer-centric mindset. Bonus Points &middot; Knowledge of the logistics and supply chain industry. &middot; Experience in business process automation and digital transformation projects. &middot; Familiarity with CRM tools (Salesforce, HubSpot, Zoho, etc.)Job Type: Full-timeWork Location: In person

Customer Success and Implementation Manager

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GoComet India Pvt. Ltd.

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Customer Success and Implementation Manager